FAQ: RMA Process

FAQ: RMA Process

What does RMA mean?

RMA stands for Return Merchandise Authorization.

Where can I find the details of the RMA Process?

Read the Help article on the RMA Process 

I need to get a replacement for the devices I ordered as they don't fit. The devices are not defective.

Email orders@getlynx.co to receive an RMA Number. 15% Restocking Fee applies. No need to call Support to do troubleshooting.

I need to return the devices I ordered as I do not need them. The devices are not defective.

Email orders@getlynx.co to receive an RMA Number. 15% Restocking Fee applies. No need to call Support to do troubleshooting.

I need to get a replacement for the devices I broke by mistake. e.g. you cut the wire, cracked a touchscreen, broke the handle.

Manufacturers do not provide replacements for any devices that were received in good condition. Unfortunately, Lynx is not allowed to process an RMA claim.

My warranty expired a week/ month ago. Can Lynx make exceptions and process it as a warranty replacement?

Manufacturers do not provide replacements for any devices that are out of warranty. Warranty is calculated from the day it was delivered and not the day it was installed. Unfortunately, Lynx is not allowed to process an RMA claim if the device is out of warranty.

I need the replacement sent first, as I have nothing to put on the door to send it in.

Lynx can ship the device first, with your approval. We will place a hold on the account for the price of the device until we have received the broken one.

I order Spares from Lynx. I never install the devices immediately. Why can't my warranty start from the day I installed the locks?

Manufacturers provide a warranty from the date of delivery. Lynx is not allowed to process an RMA claim or provide any supporting documentation to prove when the lock was actually installed. 

Why does my RMA approval expire after 30 days?

Manufacturers control the rules and guidelines for the RMA Process and require that all defective devices are processed within 30 days. If the timeline requirements aren't met, the RMA expires and the approval process needs to be restarted.

What if I need my device shipped before the replacement gets back to you?

Yes, we can make exceptions to ship out the replacement device before we receive the faulty one from you. In such cases, a temporary hold will be placed on your account which will be removed once we receive the faulty device. If the faulty device is returned within 30 days of receiving the replacement, there will be no charges incurred. However, if we do not receive the faulty device within the 30-day window, your account will be charged for the full price of the replacement.

Does Lynx charge any fees to process/ approve an RMA?

No. The Troubleshooting and RMA processing is a perk our customers enjoy. We ask that you follow the process within 30 days before the RMA expires.

Why does Lynx charge a $15 fee for re-application for expired RMAs?

Most Manufacturers have strict RMA Process guidelines and do not approve deviations. Lynx team has to submit additional paperwork/ forms and follow a much stricter process to get an expired RMA re-approved which takes significant time and resources on our end. Hence, the nominal fee to cover our expenses.

How long before I can expect to receive my in-warranty replacement?

Lynx will ship your replacement within 2 days of receiving the defective device(s). We ship ground so it can be an additional 2-5 business days to receive the replacement at your doorstep.

I need the replacement first and then I can return the defective device? Can you accommodate this request?

RMAs typically require the receipt of the defective item first. Exceptions can be approved by manufacturers. However, if the defective item is not received within 30 days, you will be invoiced for the replacement, and the payment instrument on file will be charged.

I received the replacement first and forgot to return it within 30 days. What happens now?

If the defective item is not received within 30 days, you will be invoiced for the replacement, and the payment instrument on file will be charged.

I was charged for the replacement device. I want to still return the defective item and pay the $15 fee. Can you accommodate this request?

Yes, Lynx can apply for the approval of the expired RMA and issue a credit note/ refund on your account for the replacement device. You only pay $15 in total.